The Challenge
Global Life science company completed their first global CRM launch and moved all field sales reps to iPads for a fully aligned Customer Sales approach. After deployment, they discovered local, regional and global business reporting was inaccurate causing a loss of confidence in both the new CRM and all downstream system reports.
Problems to solve
- The field teams created xls files to track all their transactions and the back-office team was overwhelmed in manual processing and reconciling correct Discounts, Rebates, and field rep payouts for sales performance
- Legal and regulatory issues were raised by numerous countries as common definitions of data fields were not in line with some local laws and regulatory bodies
The solution
- Initiated a global deep dive approach to identify CRM fields that were possibly impacted by Legal and Regulatory bodies
- Facilitated data segmentation for localization of reporting on KPI’s that are unique by country including Time on Territory and proper accounting for Weekend & Holiday work
- Developed and implemented regional roll ups accounting for differences in legal, regulatory & compliance differences while still providing overall performance visibility
- Implemented Data Dictionary and Business Glossary
- Introduced Change Management & Communications process & tools
Results
- Global roll up with a clear view of key performance including drill down capabilities into Sales, Reps, and Products across species
- Reestablished business trust in CRM, Data and reporting
- Eliminated manual processing of transactions and payouts
- Back-office employees workload became manageable, and customer focused
- Leveraged to establish Global Data Governance Data Dictionary and Data Glossary. Later used to introduce Data Lineage mapping across systems
Overcome CRM Adoption challenges caused by data issues